Accountability Assistant -MTR

Founded in 1933, the International Rescue Committee (IRC) responds to the world’s worst humanitarian crises and helps people to survive and rebuild their lives. The IRC works today in around 30 countries. It restores safety, dignity and hope to millions who are uprooted and struggling to survive. The IRC leads the way from harm to home.

The Syria crisis is often described as the worst humanitarian catastrophe since the end of the Cold War. Inside Syria, 7.6 people are internally displaced and 12.2 million are in need of humanitarian assistance. There are more than 4 million Syrian refugees living in neighboring countries. This is no short-term humanitarian episode. The devastating human consequences to huge numbers of people will endure for decades. The destruction of relationships, communities, livelihoods, homes and infrastructure will take years to repair. The IRC is offering a robust humanitarian response to the Syria crisis. With an annual budget in excess of $140 million and a rapidly expanding portfolio, supported by nearly 1300 staff, the IRC’s Syria Response Region (SRR) is undertaking programs in Syria and neighboring countries of Jordan, Lebanon, Turkey and Iraq.

Job Overview/Summary:

The accountability assistant will assist the Syria accountability officer in strengthening the cross border program feedback/complaint system and accountability services. S/he is responsible to process incoming complaints and assist with administrative activities.

Major Responsibilities:

Assist in managing and strengthening Syria program feedback/complaint system and accountability services

• Contribute to the setting up, management and operation of beneficiary’s communication channels.
• Support in following up and assisting with the complaint-handling progress and deadlines.
• Conduct FARM awareness sessions and dissemination of the complaint and feedback mechanism and other accountability tools.
• Support the accountability officer in conducting the accountability sharing information and community engagement events and campaigns.
• Contribute to the strengthening of the accountability system.
• Support in rolling out the accountability tools into the current and upcoming activities.

Administers processing of complaints and responses

• Receiving, recording, classifying and routing complaints for attention.
• Support and facilitate internal and external referrals.
• Respond to requests for information and channel feedback.
• Provide support in complaint investigation and fact-findings process if needed.
• Follow up on the progress and status of complaints and communicate back decisions to the community members.

Key Working Relationships:

Position Reports to:Syria accountability Officer

Position directly supervises: None

Indirect Reporting: M&E Manager and field management.

External contacts: IRC partners, IRC clients/beneficiaries.

Work Experience: One to two years of experience in accountability, and/or social services, with case management experience. Interaction with beneficiaries is strongly preferred.

Demonstrated Skills and Competencies:

• Experience in complaint and feedback mechanism systems.
• Excellent interpersonal and communication skills.
• Excellent writing and editing skills.
• Experienced user of MS Office (Word, Excel, Access, PowerPoint) and database management software; familiarity with mobile data collection preferred (such as ONA).

Language Skills:  English and Arabic

Note: List of responsibilities, professional and personal skills are considered indicative and not exhaustive; actual duties may differ or change depending on office and agency priorities at the time.